It Support Customer Service

Erik Martinez

Arizona City, Arizona P.O. Box ****

***** 602-***-**** **.****.*.********@*****.*** https://www.linkedin.com/in/erik-martinez2728/ Recently completed an intensive IT program focused on developing skills in technical support to obtain the Google IT Support Professional certificate. 25 years in Customer Service roles have led to developed skills in problem-solving, communication, and critical thinking.

RELEVANT SKILLS

Technical Support & Troubleshooting • Ticketing System • User Training & Support • Operating Systems Installation • Software Installation & Configuration • Customer Service • Windows • System Administration • Problem-Solving • Communication • Critical Thinking • Leadership/Management • Teamwork

EDUCATION

Merit America • Virtual Expected 06/2023

Google IT Support Professional Certificate

● Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification

Additional Skill Development

● Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts

● Refining and developing additional skills including cloud computing, network protocols, and debugging Gateway International Bible Institute • Peoria, AZ 04/2014 Associates in Ministerial Arts 64 College Credits, 845 College Hours RELEVANT EXPERIENCE

Pinnacle Staffing/ Grasshopper landscaping project 4/12-2024-6/1/2024 Supervisor: Henry 520-***-****

● Collaborated with clients to understand their landscaping needs and preferences.

● Developed landscape designs, including plant selection, hardscape elements, and irrigation systems, tailored to the client’s requirements.

● Executed landscape installation projects, including planting, sodding, mulching, and installing features such as walkways, patios, and retaining walls.

Maintenance:

● Performed routine maintenance tasks, such as mowing, trimming, edging, and pruning, to keep landscapes looking neat and healthy.

● Monitored plant health and identified pest infestations, diseases, or other issues requiring treatment.

● Conducted irrigation system checks, adjust settings as needed, and repair or replace components as necessary.

● Installed hardshipscape features, such as pavers, stones, and timber, to create functional and aesthetically pleasing outdoor living spaces.

● Ensured proper grading and drainage to prevent erosion and water pooling issues.

● Utilized hand and power tools safely and effectively to complete hardscape construction projects.

● Communicated effectively with clients to provide updates on project progress, address any concerns, and ensure satisfaction with the final results.

● Educate clients on proper landscape maintenance techniques and provide recommendations for ongoing care. Safety and Compliance:

● Adhered to safety protocols and regulations to ensure a safe working environment for yourself and others.

● Operated landscaping equipment and machinery safely and responsibly, following manufacturer guidelines and best practices.

● Maintained knowledge of local regulations and permits related to landscaping activities, ensuring compliance at all times.

LVE Partners / Taco Bell- Casa Grande Arizona Job title: Assistant General Manager 10/2/2023-04/10/2024 Supervisor: Josh Mabel 480-***-****

Responsibilities:

1. Operational Management:

Assisted the General Manager in overseeing all aspects of daily operations, including staffing, inventory management, and facility maintenance.

Implemented and enforced company policies and procedures to ensure operational efficiency and compliance with regulatory standards.

Monitored key performance indicators (KPIs) and developed strategies to improve operational performance and achieve business objectives.

2. Team Leadership:

Provided leadership and guidance to department managers and frontline staff, fostering a positive work environment and promoting teamwork.

Conducted regular staff meetings to communicate company goals, initiatives, and performance expectations.

Developed and implemented training programs to enhance employee skills and knowledge. 3. Customer Service:

Ensured exceptional customer service standards are maintained at all times, addressing customer inquiries and concerns promptly and effectively.

Monitored customer feedback and implemented initiatives to enhance the customer experience and drive customer satisfaction.

4. Financial Management:

Assisted in developing and managing the annual budget, including revenue projections, expense forecasts, and capital expenditures.

Monitored financial performance against budgetary targets, identifying variances and implementing corrective actions as necessary.

Collaborated with the General Manager to develop pricing strategies and promotional campaigns to maximize revenue and profitability.

5. Business Development:

Identified opportunities for business growth and expansion, including new market segments, product offerings, and strategic partnerships.

Sales Development Advisor/Team Lead • Select Quote Phoenix, AZ 11/2020-Present

● LEGENDARY PEER

Collaborated with Legendary Peers (LP) on various projects and contests, providing assistance and support to ensure successful outcomes for team initiatives.

Developed slide shows and multimedia presentations for LP projects, adding visual appeal and enhancing communication effectiveness.

Provided guidance and assistance to fellow LPs in their projects and assignments, fostering a collaborative and supportive team environment.

Contributed content, presentations, and projects for the monthly newsletter, showcasing the achievements and contributions of the LP team to the wider organization.

● Emerging Leaders

Participated in the Emerging Leaders Program, developing weekly presentations on topics ranging from attrition to emotional intelligence 2.0.

Applied a range of skills and training to create engaging and informative presentations, using data analysis and research to support recommendations and proposals.

Successfully presented weekly tasks and assignments to senior leadership with confidence and ease, demonstrating strong communication and presentation skills.

Collaborated with team members and other departments within the company to develop and complete projects on time and to a high standard of quality.

Mentored and supported other team members to help them successfully complete their assignments and projects, fostering a culture of collaboration and teamwork within the organization.

● Managed daily stats and availability summary, ensuring accurate and up-to-date information is available for the team to optimize performance.

● Monitored team calls on a daily basis and developed coaching plans to help maximize earning potential. During coaching sessions, identified areas of opportunity and provided guidance on how to build upon existing skill sets. Shared monitored calls and addressed areas of improvement as needed.

● Monitored team progress and gathered performance metrics using Five Nine software. Shared this information with the supervisor for follow-up as needed. Results showed an increase in team stats and productivity.

● Created weekly and daily quizzes and puzzles for the team to solve during the Annual Enrollment Period. Tallying up the results, the team members with the most correct answers were entered into a wheel of names for prize giveaways. Results were shared via email and distribution to teams.

● Developed slides for teams and the company newsletter during holidays from October through December. This initiative increased team morale and created a positive work environment.

● Coached individuals to improve their conversion rate by 2% to 3% and enhance their tone and efficiency with calls. Encouraged teamwork, collaboration, and knowledge sharing to help everyone maximize their earning potential. Cashier • Sonic, Prescott Valley, AZ 04/2019-11/2022

● Managed cashier duties for drive-thru, handling customer orders and payments with accuracy and speed.

● Expedited food orders and ensured that the correct items were delivered to customers in a timely manner.

● Cooked and prepped food items to maintain sufficient inventory levels throughout the shift.

● Conducted food safety audits periodically to ensure compliance with relevant regulations and best practices.

● Provided excellent customer service by greeting customers, answering their questions, and resolving any issues or concerns.

● Assisted managers during busy periods by taking on additional tasks and responsibilities to ensure smooth operations. Crew Member • McDonalds, Phoenix and Prescott Valley, AZ 10/2017- 04/2019

● Managed cashier duties, handling customer orders and payments accurately and efficiently.

● Provided excellent customer service by greeting customers, answering their questions, and addressing their concerns promptly.

● Prepared grilled food items to meet customer demand and ensure timely delivery of orders.

● Cooked and prepared food items to maintain sufficient inventory levels throughout the shift.

● Expedited food orders and ensured that the correct items were delivered to customers in a timely manner.

● Maintained cleanliness and efficiency of the restaurant by ensuring that all areas were clean and organized, and by following established cleaning procedures.

● Assisted in other areas of the restaurant as needed to ensure smooth operations and customer satisfaction. Residential Case Manager • ViVRE Housing, Phoenix, AZ 04/2017- 10/2017

● Conducted intake assessments of residents, obtaining necessary information to ensure that they were placed in appropriate housing units.

● Provided case management services to residents, helping them to develop and implement treatment plans to address their needs.

● Conducted property searches to ensure that residents were in compliance with program rules and regulations.

● Maintained security and safety of the housing units, ensuring that residents were following established policies and procedures.

● Administered urinary analysis tests to residents as required by the program.

● Prepared reports summarizing resident activities, incidents, and other relevant information.

● Maintained accurate and up-to-date records of resident activities and progress, ensuring that confidential information was kept secure and private.

● Coordinated care for residents by collaborating with care teams and other service providers to ensure that they received necessary services and support.

● Served as a liaison between residents and the justice system, helping them to navigate the legal process as needed.

● Assisted with training of new employees, sharing knowledge and best practices to ensure that they were able to provide quality care to residents.

Relocation Specialist • United Van Lines, Phoenix, AZ 05/2014-06/2016

● Packed, sorted, and shipped various products, electronics, and household goods, ensuring that they were properly packaged and labeled for delivery.

● Loaded and unloaded delivery trucks, using appropriate equipment and techniques to ensure that products were safely transported.

● Drove box trucks for certain deliveries and shipments, following established safety procedures and traffic regulations.

● Provided excellent customer service by greeting customers, answering their questions, and addressing their concerns promptly and professionally.

● Collaborated with team members to ensure that all deliveries and shipments were completed in a timely and efficient manner.

● Maintained accurate records of deliveries and shipments, ensuring that all necessary documentation was completed and filed appropriately.

● Coordinated with vendors and suppliers to ensure that shipments were received in a timely manner and that products were available for delivery.

● Followed established safety procedures to ensure that products and equipment were handled safely and efficiently.

● Assisted with general warehouse duties as needed, including inventory management, cleaning, and maintenance of equipment.

Marketing Training Manager • Taco Bell, Phoenix, AZ 2000-2012

● Began as a cashier and progressed to cook and prep, learning how to prepare and serve a variety of fast food items.

● Advanced to shift manager, overseeing the daily operations of the restaurant and managing a team of employees.

● Worked at a marketing training store for Taco Bell, supervising and training managers in all aspects of restaurant management.

● Assumed the role of food auditor and trainer, ensuring that all food preparation and handling procedures were in compliance with company standards and regulations.

● Led the night shift team as a manager, ensuring that all restaurant operations ran smoothly and efficiently during the evening hours.

● Became an assistant manager, helping to manage the overall operations of the restaurant and coordinating with other managers to ensure that all areas were working together effectively.

● Advanced to marketing training manager, responsible for training new managers in all aspects of restaurant management, including customer service, food preparation, and employee supervision.

● Maintained a strong focus on customer service, ensuring that all customers were treated with respect and provided with the highest level of service possible.

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